Assistant Manager - Customer Service & Order Processing

About the Role

As the Assistant Customer Service Manager – Order Processing, you will lead the Customer Service team to ensure seamless order management, exceptional customer experience, and efficient order fulfilment. You will work closely with cross-functional teams to drive operational excellence, resolve customer issues, and continuously improve service performance.

Key Responsibilities

• Lead the end-to-end customer order processing cycle, ensuring timely, accurate, and compliant order fulfilment.
• Manage and coach the Customer Service team to deliver high service standards and achieve operational KPIs.
• Collaborate with Commercial, Planning, Warehouse, Logistics, Finance, and Manufacturing teams to ensure seamless order fulfilment.
• Resolve customer escalations, requests, queries, and complaints while driving effective service recovery.
• Monitor customer service performance, analyse trends, and implement continuous improvement initiatives.
• Drive process standardisation, automation, and operational efficiency across customer service operations.
• Develop and present operational dashboards and insights to support business decisions and service governance.
• Ensure compliance with company policies, internal controls, audit requirements, and service level agreements (SLAs).

Requirements

• Bachelor's Degree in Business Administration, Supply Chain, Logistics, Operations Management, Commerce, or a related field.
• Minimum 5–7 years' experience in Customer Service, Order Management, Supply Chain, Logistics, or related functions.
• At least 1–3 years of people management experience leading customer service or operations teams.
• Proven experience managing end-to-end order-to-delivery processes and customer issue resolution.
• Strong stakeholder management skills with experience working across cross-functional teams.
• Experience using ERP systems (preferably SAP), Microsoft Excel, Power BI, and reporting tools.
• Strong analytical, problem-solving, communication, and leadership capabilities with a customer-centric mindset.
• FMCG, manufacturing, beverage, pharmaceutical, or other fast-paced supply chain experience is highly preferred.